Sr. Customer Support Operations Analyst
MURAL is a digital workspace for visual collaboration that connects over 75 percent of the Fortune 100. Teams at global enterprises including IBM, USAA, E-Trade, Intuit, SAP, Atlassian, Autodesk, and GitHub embrace visual collaboration to run more productive meetings and workshops. This leads to a more creative, engaging, and fun way of working together, all in a welcoming, simple-to-use online space.
Headquartered in San Francisco, California, MURAL employs over 700 people around the world. MURAL is on a mission to level up teamwork with imagination so that working together is more fun and innovation happens faster. The MURAL® platform transforms teamwork by making meetings and workshops interactive experiences designed for problem solving, play, and imagination. MURAL has raised $200M in financing to date and is growing rapidly to fulfill its mission.
YOUR MISSION
As a Sr. Customer Support Operations Analyst, you will be supporting the day-to-day operations and software systems of MURAL’s Customer Support team. You will be juggling a diverse workload including documenting and improving processes, analysing our toolchain and leading the charge on tooling improvements. In short, your mission is to support the scaling of our global Customer Support team!
Your responsibilities will include:
- Reporting to the Director of Customer Support, you will develop a flexible process and tool execution strategy to support the growth and scalability objectives of MURAL’s Customer Support team
- Owning and driving projects to completion in agreement with relevant stakeholders in a cross-departmental function
- Leading the implementation of new systems as needed to support evolving processes and critically evaluate our use of existing systems with a view to improve global efficiency
- Working closely with engineering and go-to-market teams to ensure Customer Support is prepared for an ever-evolving product
- Aligning Customer Support processes cross-functionally with other departments to ensure the best possible customer experience
YOUR PROFILE
We are looking for dedicated individuals who can work independently in a fast-paced startup environment. The ideal candidate will have:
- Fluency in spoken and written English
- Demonstrated knowledge of customer service dynamics
- Experience (as an admin or power user) with Intercom, Aircall and Qualtrics
- Strong organization, research and time management skills; ability to manage multiple projects and competing priorities
- The curiosity to find new, better ways to solve problems
- Possess interpersonal skills to deal with business partners across Finance, HR and others
#LI-Remote #LI-SS1
In addition to being part of our quest to help people empower their imagination, we offer:
- Competitive salary and benefits
- Flexible working hours
- Ability to work remotely
- Flexible time off
- Professional development opportunities
- Learning stipend
- Wellness stipend
- MURAL free forever plan
- Design Thinking + Facilitation trainings
OUR VALUES
We bring people to our team that care about our mission to inspire and connect creative people globally, and who feel aligned with our values:
- Make others successful
- Adapt to thrive
- Play to wow
- Think global
- Experiment like an owner
Practicing equality through imagination work.
MURAL is committed to creating diverse and inclusive workspaces where people can make a positive impact on the world and share their vision of how they achieve it. We are dedicated to working alongside multiple communities to help build this dream and bring it to life.